Customer Succes Manager- Japanese

Customer Success Manager – Japan
GlobalEnglish offers cutting-edge Business English solutions that blend the latest technology
innovations with research on how adults effectively acquire language. Our cloud-based suite
of products and services produces immediate productivity and performance gains
enterprise-wide through formal and informal learning, and on-demand performance
support. Headquartered in California’s Bay Area, GlobalEnglish partners with more than 500
global corporations in 70+ countries. 
We are looking for an experienced Customer Success Manager/Account Manager, to join
our Customer Success Team for Japan. 
Description 
As a candidate for this role you must have written and verbal fluency in Japanese and
English as you will be responsible for maintaining and improving the GlobalEnglish Japan
customer relationships, driving customer satisfaction and creating new business
opportunities in partnership with the larger GlobalEnglish team. 
You will be responsible for consulting with customers to manage pilots, implementations
and program outcomes strategies; protecting existing accounts by creating and executing
plans, driving renewals, sharing recommendations and best practices; and addressing issues
and questions from client project teams to ensure the highest possible level of customer
satisfaction. 
Some travel to customer locations is likely and involvement in field events may be required.
There may also be some limited first line support work taking calls from learners to address
their questions.
In a truly international position, you will work closely with your colleagues all over the world,
including GlobalEnglish headquarters in California. 
A full onboarding program will be given to get you up to speed.
Responsibilities 
 Work in alignment with the service level of the account or statement of work defined
by the customer and the sales and services team, monitoring time, costs and
deliverables. 
 Maintain customer satisfaction through strong project management and consulting
skills 
 Develop a trusted advisor relationship with customers such that all GlobalEnglish
activities are aligned with the customer’s business case and business strategy,
allowing the full potential of their GlobalEnglish solution to be realized. 
 Leverage comprehensive understanding of GlobalEnglish solutions to provide
relevant adoption and recommendations on solutions and enhancements customized
to customers' business needs. 
 Work with the customers to ensure they are leveraging the solution and achieving
success.
 Develop and maintain positive client relationships at all levels with existing corporate
accounts. 
 Partner with Customer project teams and serve targeted accounts as main point of
contact, through the CSM team email address. Support them during the whole

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project, including pilots (if applies), implementations and efficacy process, in a
consultative approach. 
 Drive and manage the renewal process for identified accounts and work with legal
and finance team on specific terms and conditions. Follow-up on contract signature
and revenue collection.
 Manage escalations to the Sales Market Leader and/or Director of Customer Success
when needed.
 Provide proactive customer service to ensure the customer’s ROI and satisfaction is
the highest possible (efficacy process) 
 Plan and deliver periodic account updates and reviews (and any other deliverable
included in the SOW), in collaboration with the sales team 
 Manage satisfaction and business impact surveys 
 Monitor and identify trends in GlobalEnglish adoption and utilization and provide
guidance to customers as part of annual Business Impact Review. 
 Provide timely account or issue executive summary status reporting to customers
and management. 
 Identify and assess renewal risks for customers' license subscriptions and collaborate
with internal teams to ameliorate. 
 Document and gather customer and project information in the CRM system 
 Participate in field marketing events within region. 
 Cover for support colleague as first line of support answering user queries and
escalating where necessary.
Requirements / Qualifications 
 Written and verbal fluency in Japanese and English is an essential requirement. Any
other language is a plus. 
 3+ years relevant work experience in one or more of the following: customer
success management, customer service, project management or consulting -- ideally
with online language learning or other digital learning solutions in a SaaS
environment 
 Demonstrated ability to communicate, present and influence credibly and effectively
at all levels of the organization, including executive and C-Level 
 Demonstrated consulting skills to advise customers and share best practices 
 Aptitude both for analyzing learning concepts and translating them into business
terms, and for mapping business requirements to appropriate solutions 
 Project management skills; ability to manage project’s timeline, costs and
deliverables. Ability to successfully manage multiple projects simultaneously 
 Ability to prioritize, multi-task, and perform effectively under pressure 
 Highly customer-focused attitude 
 Strong knowledge of business process (Talent Management, Sales, Marketing,
Service, Support) 
 Experience in Internet technology, online learning, and/or corporate education
implementation a significant plus 
 Familiarity with Learning / Talent Management Systems and integrating online
learning into Talent and Learning Management Systems. 

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 Experience using remote business communications and collaboration tools including,
MS Office, chat clients, VOIP clients, remote collaboration tools (e.g. WebEx), etc. 
 Experienced in conducting virtual meetings 
 Experience in Internet technology, online learning, and/or corporate education
implementation a significant plus 
 Familiarity with salesforce.com or other CRM systems desirable 
Additional Requirements 
 Self-starter ability to work independently, in a remote team, ability to work with
minimal direction 
 Team focused 
 Ability to work effectively across cultures 
 Adaptability (growing company, new processes, etc.) 
 Operate with a sense of urgency and have a positive, winning attitude 
 Availability and ability to travel

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